From Post-it Notes to Legal Case Management
It is difficult to believe that just a few decades ago, small practitioners got by without sophisticated case management systems, relying instead on rudimentary programs that kept track of matters, tracked time and provided some accounting tools. Take a time machine back to the 1990s and visit a small law office. You’ll find a few support people working on big desktop PCs that are decorated by a multi-color display of post-it notes stuck on every available place like refrigerator magnets. These days, almost every law firm uses some form of legal case management system to stay on top of the myriad interactions that occur every day.
Is your Case Management Program Getting the Job Done?
You might be satisfied with your current legal case management software. However, it’s possible you are not aware of what the best programs can do to maximize your efficiency and help your practice thrive and grow. To manage your caseload properly, you should be able to accomplish the following (most of these tasks can be generated by your case management program):
- Make sure your clients know who you are and can recognize your face. Maybe that involves a welcome email with a video. Conduct client satisfaction surveys.
- Track all client communication.
- Run weekly reports to make sure every client has had recent contact.
- Update your client at each new phase of the case. Make sure they know what comes next.
- Be able to track costs and payments associated with each case, and measure KPI.
- Track personal information about your client. Notice what they had to drink when they are visiting your office. Learn their kids’ names. Keep track of birthdays, holidays and special occasions.
- Have your staff generate email blasts to your clients that acknowledge special occasions as well as community information. Use these emails to stay in touch with former clients.
- Integrate a client portal that clients can use to retrieve important information about their cases. Most major medical practices have similar portals that allow patients to keep track of appointments, etc.
Summing it Up
Keeping track of your caseload and client information is critical to the success of your firm. A solid, highly customizable legal case management software suite can make this job much easier.